At Ribbon, as a Global Product Support Engineer(T2) I specialize in Application Platforms & Clients. My role includes:- Demonstrating expertise in troubleshooting Application Server and WebRTC Gateway products for effective problem resolution and customer satisfaction.- Collaborating with global clients, including industry giants like the US Federal Government, Bell, Vodafone, Verizon, and BT, addressing requests promptly while adhering to SLA requirements.- Identifying and resolving configuration, software, and hardware issues.- Playing a crucial role in rotational pager support for Multimedia Platform OAM, serving as a technical escalation point for critical issues 24/7 for international customers.- Fostering collaboration with regional technical engineers (T1 support) and the design team (T3 support), ensuring seamless communication and understanding of customer requests.- Contributing to the resolution of customer issues by reporting and working on them with the design team and software architects, actively participating in scripting, and enhancing target products for improved customer satisfaction.- Actively pursuing ongoing professional development to stay updated on industry trends and multimedia advancements, fostering a culture of continuous learning within the global support team.